Purpose of the Role
The Operations Manager is responsible for overseeing and managing all aspects of the operation to ensure alignment with company objectives, profit growth, customer satisfaction, and operational excellence. This includes managing staff performance, ensuring compliance with procedures, maintaining fleet standards, and driving continuous improvement.

Key Responsibilities

Operational Oversight

• Manage and lead all staff, including drivers and office personnel, to improve productivity and maintain a motivated, high-performing team

• Monitor time and attendance, manage overtime, and ensure effective staff utilisation

• Promote multi-skilling and implement succession planning across teams

• Conduct daily driver debriefs and regular performance appraisals

• Enforce discipline and company dress code standards at all times

• Ensure full compliance with all Standard Operating Procedures

• Maintain open communication with staff, involve them in relevant decisions, and build a cohesive, team-oriented culture

• Conduct regular audits and ensure fleet maintenance is kept up to date

• Ensure daily operations meet internal standards and customer expectations

Customer and Relationship Management

• Treat every customer order with priority, regardless of customer history

• Build and maintain strong relationships with customers and ensure team members do the same

• Meet all agreed customer SOPs and resolve all queries within 24 hours

• Arrange meetings with customers to discuss fleet concerns and share Value Logistics processes

• Ensure vehicles are serviced on time, properly cleaned, and checked before dispatch

• Ensure rental agreements are accurately completed to avoid unnecessary credit notes

• Minimise use of manual agreements and maintain their accuracy and integrity

• Monitor customer credit limits to avoid delays in dispatching vehicles due to financial approvals

• Prevent service turndowns and track them through relevant internal channels

• Support customers in reducing accidents and ensure proper insurance procedures are followed

• Ensure call centre and fines processes are followed without exception

Performance, Reporting, and Compliance

• Identify areas for operational improvement and implement corrective measures

• Complete and submit reports accurately and on time

• Control and authorise any additional operational expenditure, ensuring recovery where applicable

• Manage and reconcile petty cash responsibly

• Maintain accurate and well-managed operational records

• Ensure IT systems are functioning effectively and support operational efficiency

• Uphold Health and Safety standards and comply with all Occupational Health and Safety Act requirements

• Conduct regular departmental audits to ensure all procedures are in place and followed

• Respond promptly to internal and customer information requests

General Duties

• Maintain professional conduct at all times

• Ensure daily housekeeping is maintained to company standards

• Assist with operational functions as required

• Continuously monitor and ensure Health and Safety compliance

Minimum Requirements

• Grade 12 (Matric)

• Minimum of 3 years’ experience in an operational management role

Skills and Competencies

• Proven experience in managing operational staff

• Strong computer literacy

• Excellent communication and delegation skills

• Strong organisational ability

• Skilled in identifying non-conformances and resolving them

• Confident decision-maker with strong data analysis skills